The Communication Center includes several tools to organize conversations and create a manageable workflow for your team.
Use filters, assignments, pinning, closing, search, and bulk actions to focus your inbox on the conversations that require attention.
Conversation Filters
Click Filters to further narrow the conversation list.
Conversation
Choose which type of conversation to display:
All
Open
Closed
Read Status
Filter based on whether messages have been viewed:
Any
Read
Unread
Reply Status
Filter based on whether a conversation still requires a response:
Any
Responded
Needs Reply
Assigned To
Filter conversations based on ownership:
Anyone
Me
Unassigned
Filters can be combined to create a more focused work queue.
For example, selecting Open + Needs Reply + Me allows you to quickly identify your active conversations that still require follow-up.
Search for a Conversation
Use the Search field above the conversation list to quickly locate a specific conversation.
This is especially useful when you need to return to a particular patient's conversation without scrolling through the inbox.
Sort Your Conversations
Use the Sort option above the conversation list to change the order in which conversations appear.
Sorting can help your team prioritize conversations based on how you prefer to work through the inbox.
Assign a Conversation
Assigning conversations helps establish ownership and makes it clear who is responsible for the next step. Open the conversation and use the assignment option to select the appropriate team member.
Once a conversation is assigned, you can use Assigned To → Me to quickly find the conversations you're responsible for.
Use Assigned To → Unassigned to identify conversations that still need an owner.
Pin Important Conversations
Sometimes a conversation needs to remain easily accessible even if you're not ready to complete it.
Select the Pin icon within the conversation to pin or unpin it, or use the three dots next to the patient's name on the conversation list.
Pinning can be helpful when:
You need to follow up later in the day.
You're waiting for information from another team member.
The conversation requires additional research.
The patient has an active treatment or payment question.
Once the conversation no longer needs extra visibility, select the Pin icon again to unpin it.
Close Completed Conversations
When no additional follow-up is required, close the conversation.
Closing a conversation removes it from your active Open inbox but does not delete the conversation history.
To find a closed conversation:
Click Filters.
Under Conversation, select Closed.
Locate the conversation you want to review.
Keeping completed conversations closed helps make your Open inbox a more accurate representation of work that still needs attention.
Manage Multiple Conversations at Once
For larger inbox cleanup or workflow management, you can select multiple conversations.
Click Select Conversation.
Select each conversation you want to manage.
Click Actions.
Choose the appropriate available action.
Click Done when you're finished.
Bulk actions are especially helpful when several conversations need the same update.
Recommended Daily Workflow
A simple daily workflow is:
Open the Communication Center.
Review Unread conversations to identify new messages.
Review Needs Reply conversations to identify patients still waiting for a response.
Use Assigned to Me to work through your personal queue.
Pin conversations that require additional follow-up.
Close conversations once no additional action is required.
Use multi-select when several conversations need the same action.
Using Needs Reply alongside Unread is especially important. A message can already have been read while still waiting for a response.
By combining conversation statuses, filters, assignments, and closing tools, your team can keep the Communication Center organized and make sure patient conversations don't fall through the cracks.